Need to be able to incorporate buffers on top of staffing requirements and improve the accuracy of heatmap forecasting to align more closely with actual staffing needs. Currently, the lack of these features limits our ability to effectively respond to demand spikes and variability in customer support, often resulting in inadequate staffing levels despite following heatmap recommendations. This misalignment consistently leads to missed SLA targets, increased burden on agents, compromised customer satisfaction, and a reactive approach to resource management. Implementing enhancements for more flexible and precise staffing management will better meet service level agreements and handle demand variability effectively.